KPI Metrics for the Internet, IT, and Service Management

Compliant with ITIL, ISO 20000, and IT Service Management

The CIOs biggest challenges is to justify staffing and spending levels as they strive to improve IT efficiency. When assessing comparative benchmarks, it is hard to know which metrics to start with. The Metrics for the Internet, Information Technology and Service Management HandiGuide helps CIOs to understand and pick the appropriate comparative benchmarks to justify staffing and spending, improving IT operations and demonstrating the value of IT to the business.

Defining Which Metrics to Use

Most IT metrics efforts lack relevance to the business and are not well linked to business outcomes. They tend to be IT focused, such as WAN availability or server downtime. It is difficult for the business to understand how these measures relate to its objectives, and they provide little insight into the value that IT delivers.

CIOs must create a scorecard and service level agreements that:

Relate to the enterprise and its management team. Server availability, network throughput, help desk call volumes, capacity utilization, and other IT operational metrics are not relevant to business executives. These types of metrics need to be translated into something enterprise management understands, such as availability of business applications or the cost to support a business area. The IT-operational metrics should be kept within IT unless they can be put in enterprise terms.

Relate to the enterprise strategic and tactical objectives. Enterprise executives are concerned with introducing new products and services, improving customer loyalty and satisfaction, increasing gross margins, and growing market share. IT metrics must be linked directly to these enterprise objectives, specifically demonstrating how IT initiatives contributed favorably to improving them.

Effective SLAs are extremely important to assure
effective Information Technology operations. The metrics used to measure and
manage performance to SLA commitments are the heart of a successful agreement
and are a critical long term success factor. Lack of experience in the use and
implementation of performance metrics causes problems for many organizations as
they attempt to formulate their SLA strategies and select and set the metrics
needed to support those strategies. Fortunately, while reaching for perfection
is difficult and costly, most organizations can achieve their objectives through
a carefully chosen set of simple-to-collect metrics. Hopefully, this paper
provides some insights into the "whys" and "hows" of this selection process. The Metrics HandiGuide is the tool that can be used to accomplish that task.

At the heart of an effective Service Level Agreement (SLA) are performance metrics and they

Measure the right performance characteristics
to ensure that the client is receiving its required level of service and the
service provider is achieving an acceptable level of profitability

Can be easily collected with an appropriate
level of detail but without costly overhead, and

Tie all commitments to reasonable, attainable
performance levels so that "good" service can be easily differentiated from
"bad" service, and giving the service provider a fair opportunity to satisfy
its client.

Metrics Management can be ordered with update serice

You can either order the the Metrics HandiGuide or you can get it with hundreds of pages of supporting material that is available with full update services.

Cost control tools available in special offer bundles

Controlling costs is a daily struggle. We are the number one provider of cost control tools to help CIO and IT managers to win the battle of the budget. You can start with just the HandiGuide or add Service Level Metrics or even create an organization with job descriptions that are geared towards cost control with a focus on IT Service Management.

IT Service Management Policy Template (Word) is an 126 page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form.

IT Service Management Policy Template (Word) is an 126 page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form.

Service Level Agreement Policy Template (Word/PDF) defines a three tier environment and specific SLAs metrics that are both internally and externally focused. The sample contain over 70 metrics presented graphically in PDF format.

Update Service Available

KPI Metrics Service Level Mangement and IT Cost Control - Gold Edition

IT Service Management Policy Template (Word) is an 126 page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form.

Service Level Agreement Policy Template (Word/PDF) defines a three tier environment and specific SLAs metrics that are both internally and externally focused. The sample contain over 70 metrics presented graphically in PDF format.

IT Service Management Policy Template (Word) is an 126 page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form.

Service Level Agreement Policy Template (Word/PDF) defines a three tier environment and specific SLAs metrics that are both internally and externally focused. The sample contain over 70 metrics presented graphically in PDF format.

Internet and IT Job Descriptions as individual files in Word formats. Long file names have been used to make customization easier.

Latest IT Salary Survey for 73 positions in all major metro areas in the US and Canada.

Update Service Available

Update Service

The investment that you have made is acquiring this
bundle can easly be protected with the the 12 or 24 month update service.

With the update service you will be automatically notified when any of the products that you have ordered are updated. Using your credentials you will be able to down load the update immediately.

Information Technology Cost Control

The Metrics for the Internet, Information Technology
and Service Management HandiGuide is over
300 pages, defines 540 objective metrics, and contains
83 metric reports that show over 240 objective metrics.

Operational Improvement Opportunities as defined by
CIO, CTO, and CEO

The metrics cover all areas of the Internet, Information Technology,
and Service Management -- including WIRELESS metrics which in turn includes mobile broadband specifications. In addition, there
are industry specific examples for financial services, distribution,
manufacturing, education, entertainment, government, hospitality, insurance,
medical, real estate and retail.